Senior Escalations Coordinator – Client Advocacy

Service Experts; Richardson (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive pay with incentives

Paid time off & holidays

Health, dental, vision insurance

401(k) with company matching

Life and disability insurance

World-class training

Job summary

Service Experts in Richardson, TX seeks a seasoned Escalation Specialist to resolve complex customer issues under the Advantage program, coordinating with Marketing, Legal, and Field Leadership.

You will de-escalate, investigate, and close escalations, maintain client relationships, and support the customer care team with established processes, while protecting the brand and ensuring high-quality service.

Qualifications

• High school diploma with 5+ years advanced customer service experience.
• Ability to de-escalate and persuade to reach mutual resolution.
• Highly organized and detail oriented.
• Excellent follow through and ability to handle multiple priorities.
• Ability to maintain confidentiality of sensitive data.
• Experience with CRM systems and MS Word/Outlook.
• Strong written and verbal communication skills.

Responsibilities

• Investigate and resolve escalations from BBB and legal entities.
• Back-up to team leader to support escalations department.
• Act as a point of contact for customer care and other departments.
• Receive, investigate and manage complaints to completion within defined SLAs.
• Protect the integrity of the Advantage program and Service Experts brand.
• Track escalations across multiple internal systems.
• Coordinate with 20+ US Service Center points of contact to resolve issues.
• Facilitate asset transfers and customer information updates.
• Process buyout requests including calculation and approvals.
• Communicate trends and opportunities to leadership.

Skills

De-escalation

Persuasive communication

Multitasking

Customer service

Confidentiality

Teamwork

Executive communication

Education

High School diploma/GED

Tools

CRM systems

Microsoft Word

Outlook

Job description

Service Experts in Richardson, TX seeks a seasoned Escalation Specialist to resolve complex customer issues under the Advantage program, coordinating with Marketing, Legal, and Field Leadership.

You will de-escalate, investigate, and close escalations, maintain client relationships, and support the customer care team with established processes, while protecting the brand and ensuring high-quality service.